Himanshu Acharya

Teleperformance

Jaipur, India

06.2015 - Current

Dispatched field service technicians to correct issues requiring in-person technical assistance.
Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
Assessed technical complexity of tickets to escalate to Tier 3 team.
Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
Leveraged data-driven monitoring systems to identify and resolve potential issues.
Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Removed malware, ransomware and other threats from laptops and desktop systems.
Patched software and installed new versions to eliminate security problems and protect data.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
Documented support interactions for future reference.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Provided documentation on troubleshooting of technical processes to support desk staff.
Suggested software and hardware modifications to reduce lag time and improve overall speed.
Explained technical information in clear terms to promote better understanding for non-technical users.